ANI (automatic number identification)
ANI is a service that allows you to see who is calling you when the phone rings. Genesys Cloud uses this information in several ways. In the contact center, Genesys Cloud uses ANI to match a caller with their Genesys Cloud contact record and display that record to the agent who receives the customer’s call. ANI also allows Genesys Cloud to distinguish between the billing number and the telephone number of the caller. Finally, ANI identifies the origin of calls to emergency services.